The unit of work for the SparkAI service is an engagement. Any engagement request will be routed through the SparkAI service.


A program is data asssociated with engagment requests made of the SparkAI service, such as clear instructions, categories, or reference material. A new program is created in conjunction with the SparkAI team.


A resolution is the response to an engagement request.

Response time

Reponse time is measured from the time a new engagement request reaches the SparkAI service, to the time a resolution is created.